nw domestic brochure a our plans 2015 2020
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Our Plans for 2015-20
2 Our Plans for 2015-20 Brochure A
We supply clean, clear drinking water that tastes good
What we will do
Benefits
• Confidencethatyourtapwateris high quality and safe to drink
• Fewer customers will receive tap water that is cloudy or coloured
Clean water
Clear water
• Work with farmers to prevent pollutants such as pesticides from entering the rivers that your drinking water comes from
• Carry out major improvements at water treatment works serving Teesside, Tyneside and Northumberland
• Clean 1,500 miles of water pipes across the North East
Our Plans for 2015-20 3 Brochure A
We provide a reliable and sufficientsupplyofwater
What we will do
Benefits
• The chance of your water supply being unexpectedly cut off will be maintained at the lowest level in England
• Less water lost through leaks
• Very few customers have water pressure below the minimum standard
Reliable water
Sufficientsupply
What we will do• Replace 200 miles of water
mains to prevent pipes bursting and causing supply interruptions
• Continue to get better at findingandfixingleaksquickly
• Maintain our good performance on water pressure
4 Our Plans for 2015-20 Brochure A
Our customers consider the servicesthey receive to be value for money
What we will do• Aimtogetthingsrightfirst
time
• Keep you informed of progress
• Check you are happy with our service
• Offer ways to contact us that suit you (e.g. by phone, online, text or email)
• Provide a friendly service and treat you as an individual
Benefits
• Dependable service
• Fast resolution of problems
• Contacting us will be a satisfying experience
Excellent service
We provide excellent service andalways impress our customers
Our Plans for 2015-20 5 Brochure A
What we will do
Benefits
• A fair price for a great service
• Support for customers who struggle to pay their water and sewerage bills
Value
• Workefficientlysothatwecankeep customers’ bills as low as possible
• Personalised advice and support
• Flexible payment arrangements
• Promote free meters to customerswhowouldbenefit
• Collect debt from customers who can afford to pay, in order to keep everyone’s bills down
Our customers consider the servicesthey receive to be value for money
6 Our Plans for 2015-20 Brochure A
What we will do• Improve 270 miles of sewers
toreducetheriskofflooding
• We will continue to encourage our customers to onlyflushtoiletpaper,peeand poo!
• Work with councils, the Environment Agency and others to manage the drainage of rainwater
Benefits
• Reduced risk of our sewerage system causing floodinginsidecustomers’homes
• Reduced risk of our sewerage system causing pollution to rivers
Sewerage
We provide a sewerage service that deals effectively with sewage and heavy rainfall
Our Plans for 2015-20 7 Brochure A
What we will do• Improve 12 sewage treatment
works to raise the quality of water we return to rivers
• Improve our sewerage systems at Seaham, Saltburn and Seaton Carew to better protect 3 bathing waters from potential pollution
Benefits
• 30 miles of the North East’s rivers will have improved water quality
• Cleaner water for swimming and surfing
• All bathing waters in the North East will meet the minimum standard(‘Sufficient’)
• More than 80% of bathing waters will meet the ‘Good’ or ‘Excellent’ standard
River water
Coastal water
We help to improve the quality of rivers and coastalwatersforthebenefitofpeople,theenvironment and wildlife
8 Our Plans for 2015-20 Brochure A
What we will do• Generate ‘power from poo’;
around 30% of the energy we use will come from processing sewage
• Work with local environmental groups to improve natural habitats
• Ensureeelsandotherfishwillnot be harmed when we take water from rivers to supply your drinking water
Benefits
• By 2020 greenhouse gas emissions will be reduced by a third compared to 2008 levels
• Increased variety of plants, birds, insects and animals on Northumbrian Water’s land
• Eelsandotherfishthatliveinthe North East’s rivers will be protected
Protect
Enhance
We protect and enhance the environment in delivering our services, leading by example
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2008 2020
Our Plans for 2015-20 9 Brochure A
What we will do
Cost to customers:
Based on current assumptions, Northumbrian Water can deliver this package of water and sewerage services for an inflation only bill increase.
Inflation is the increase in the prices paid for the goods and services that we all buy. We don’t know what inflation will be for the period 2015-20. Forecasts have suggested that inflation, measured by the Retail Prices Index (RPI), could be around 3% per year. This would mean an increase of around £11.60 per year on the average household water and sewerage bill. It should be noted that household incomes also tend to rise over time.
When considering our plan, please bear in mind that other household bills may also go up or down too.
What this would mean for the average bill payer by 2019-20:
Bills change only by inflation
2014-15 2019-202015-16 2016-17 2017-18 2018-19
Averagebill
£423Average
bill
£376Average
bill
£399
Averagebill
£365
Averagebill
£387
Averagebill
£411
Bills change only by inflation
2014-15 2019-202015-16 2016-17 2017-18 2018-19
Averagewater bill
£262Averagewater bill
£233Averagewater bill
£247
Averagewater bill£226
Averagewater bill£240
Averagewater bill£254